1. Hearing is Not Enough. You Need to Listen
Listening to your customers and meeting their needs is essential for customer satisfaction and can be really beneficial for your brand. How else can you know what they want if you don’t listen to their feedback?
But listening is not enough if you don’t respond to your clients. It is crucial to gather and process customer feedback to implement the requested changes and develop your company.
2. Be Responsive
Response time is crucial in many industries. Don’t even try to disagree – no one wants and likes waiting for an answer. Put some focus on how prompt the answers are, not only on their quality. If they are not quick enough, work on it or even consider hiring another person to help you to keep customers happy.
The faster you reply the better job you do for your brand. Time matters pretty much everywhere but in this particular case – even more.
3. Be a Human, Not a Machine
In an era of marketing automation, any kind of personalization is warmly welcomed. While answering your customers’ questions or solving their complaints, try to show some human face instead of using boring templates.
Speak their language and try not to refer to the company’s FAQ or, what’s worse, to company policy which is very often not the easiest one to understand.
4. Get to Know Your Customers
It’s worth knowing a bit more about your customers – not only in terms of CRM and tracking their activities but also about their personal side. You can surprise them with a customized note or product for some special occasions.
This way you will not only affect their customer experience and loyalty in a positive way (so much that they can become natural brand ambassadors), but also an overall review of your brand.
5. A Happy Employee is a Happy Customer
In all this rush for happy customers don’t forget about your employees who provide (an excellent, we hope) customer service. If they are satisfied with what they do, they show some love and make people love your brand too.
So, while you’re keeping an eye on providing the best quality of services to your customers, take care of people who provide it as well.
6. An Issue is Important, But a Customer is More Important
Never let an issue or problem overtake your customer and its needs as for its importance. If something got broken, don’t blame your customer or don’t imply that they use your products in the wrong way.
Try to make their needs and remember that in business it’s a customer who is the most important (and always right, too). It is always worth going an extra mile for customers and leave them not only satisfied with a solution but delighted by customer service they experienced.
7. Build Your Brand Awareness
Great customer service should go in pair with great, high-quality communication that puts you in the position of an expert in the industry.
Added value in the content you share, in a form of e.g. knowledge base articles, tips, tricks, services updates, and special offers can keep your customers satisfied, happy and most of all loyal.
8. Keep Organized
To make your customers fully satisfied, each and every part of your company should collaborate with one another. Keeping your customers happy depends not only on the quality of your customer service crew but also other departments such as those responsible for production.
You need to ask yourself, “would they handle a particular number of orders?” or “are they really delivering the best quality?”. Only when all the gears in your company are well oiled and tightly connected you can expect the best results.
9. Measure and Improve
There’s not a single thing in the world that couldn’t have been done better. The same rule applies to customer service. Setting up business goals, linked with customer service, as well as KPIs, would help you keep on track all efforts for making customer satisfaction grow over time.
There is no place for sentiment here – as long as it is not an overall customers sentiment that could be measured using customer satisfaction survey tool. In our article, you can find out 5 crucial customer satisfaction metrics that are essential for measuring. On the other hand, this one will help you in measuring customer satisfaction.
10. Make This Journey Comfortable for Both
If your customer comes with an issue on Facebook, try not to direct them and force to make a phone call or write an e-mail. They reached you on social media because it is the most comfortable way for them to communicate.
Offer them some choices instead of one solution. Give them some information when the problem could be solved instead of keeping them in suspense. Offer them services that you would demand from others.